Wednesday, 9 March 2016

Manager, Closed Loop Feedback at MTN Nigeria

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the vacant position below:

Job Title: Manager, Closed Loop Feedback

Location: Lagos

Job Descriptions

Responsible for establishing MTNN Voice of the Customer (VOC) feedback Program in collaboration with customer experience teams ; share learning's/ updates to wider business divisions for systematic / continuous improvement using the loop closure process

Responsible for ensuring the development and implementation of the close loop feedback system.

Roll out close loop feedback systems in all necessary touch points ensuring a constant increase in the NPS score.

Stakeholder management across all divisions.

Follow through to ensure that all opened loops are closed.

Managing the Divisional executives for implementation of recommendations.

To lead design and implementation of closed loop feedback system across all customer Touchpoints ( Call centre, Walk-in , Digital etc) and other top priority touch points and potentially internal NPS (Net Promoter Score).

To design closed loop feedback roll out, planning and implementation.

To Track and report on CLF roll out and NPS ( Net Promoter Score) to all management and team member responsible for the channels.

To audit and coach Team Leaders and managers to continually improve CLF management processes and report back to functional heads.

To compile and analyze monthly overall trends of CLF root causes per region per touch point to track MTN Nigeria performance and bring the voice of the customer into Management (for use in Outer / Inner Loop meetings).

About

GOODAXIS is a trademark name of Global Axis Nigeria Limited registered under Corporate Affairs Commission with registration number RC651711 and duly licensed as Employment Agent by the Federal Ministry of Employment, Labour & Productivity with certificate number ML.MH/90/000405/EW. GOODAXIS delivers a broad range of professional services to leading businesses in Nigeria. We provide Consulting Services, HR Outsourcing, Business Solutions, ICT and Courses & Training for industries, organizations, manufacturing companies, construction companies etc.

GOODAXIS places innovative business solutions at your doorstep; we employ a team dedicated solely to your needs so you can focus on growing your business. No matter what size or stage of the company, we can provide a customized solution. Thus, we bring fresh and innovative approach to recruitment services, acting as liaison between the company management and the workers.